VoIP Call Center

Friendly Technologies Unveils VoIP-based Call Center for Support

By Rajani Baburajan TMCnet Contributor

With VoIP becoming an integral part of day to day communications, customer-centric organizations are continuing to integrate VoIP call center technology into their infrastructure. VoIP-based call centers offer several features including an outbound dialer and long distance calls at affordable rates.

A new VoIP call center support solution is now available from Israel-based Friendly Technologies, which provides customer experience management solutions to mobile operators.

The new offering named the Friendly Support Center solution, enables customer support representatives (CSRs) to shorten the time involved in handling calls and improve subscriber’s quality of service. The product helps simplify the entire broadband service life cycle, enabling operators to increase customer satisfaction while reducing operational costs.

Moreover, the VoIP call center support solution features an intuitive interface designed to support the environment of customer-centric organizations. With this offering in place, customer representatives can obtain a comprehensive view of customers’ broadband connectivity and service status, helping them effectively troubleshoot data, VoIP and IPTV (News - Alert) services.

The Friendly Support Center is designed to fit the service call process and shorten call times. It was developed after consulting with support center personnel and collecting input from operators. In addition, the contact center solution has also taken into account the range in support center workflows, especially with regard to answering support calls and troubleshooting.

“We developed the product with a unique, easy to use, yet sophisticated approach that presents a unified management dashboard for all types of customers’ devices, regardless of vendor type, functionality and services supported,” said Nir Ezer, vice president of Sales and Marketing at Friendly Technologies, in a statement.

“The Friendly Support Center solution allows service providers to manage the deployment of broadband services efficiently, handle support calls effectively and improve Quality of Experience, thus achieving increased customer satisfaction and reduced churn,” Ezer added.

In essence, this solution gives a global view of subscriber information to customer support representatives as well as integrates with third party applications and management platforms, such as CRM systems and billing systems.

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